• Proceedings of the Korean Operations and Management Science Society Conference
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• 1999.04a
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• pp.325-326
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• 1999

• Proceedings of the Korean Operations and Management Science Society Conference
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• 2007.11a
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• pp.38-42
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• 2007

In this paper, we identify the factors of supplier service quality, and explore the relationships between these factors and customer satisfaction, and between these factors and customer loyalty. Through empirical analysis, the five factors, such as technical ability, information service, service flexibility, delivery reliability, and after service, are identified. The analysis also shows that information service and service flexibility influence customer satisfaction, and service flexibility and after service influence customer loyalty.

• Korean Journal of Community Nutrition
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• v.12 no.2
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• pp.178-188
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• 2007

This study was performed to suggest a new efficiency measurement indicator is necessary for evaluating management efficiency of food service operations in contract-managed foodservice companies, to distinguish efficient food service providers and inefficient ones by measuring comparative efficiency among food service operations, and to provide guidance for effective management through showing benchmarking targets for improving inefficient food service providers. The subjects of this study were the 93 B&I foodservice Operations of a domestic contract food service company. The analysis was conducted using CCR model in DEA model. A software, 'Frontier analyst', was used for the analysis. Based on the results derived from comparison of efficiency evaluation classified by providers with use of DEA, it was possible to identify efficient food providers and inefficient providers, and subsequently provide benchmarking guidelines for improvement of the inefficient groups. In analyzing the differences between the results of DEA efficiency evaluation by detailed operation status of food service providers, there was significant difference of efficiency outcomes in terms of contract types, while there was no significant difference in terms of business condition.

• Proceedings of the Korean Operations and Management Science Society Conference
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• 2006.11a
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• pp.191-195
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• 2006

Recent studies show that effective service recovery has a positive influence on customer satisfaction and loyalty. We also see the positive relationships among logistics service quality, customer satisfaction and repurchase intentions. Most logistics service suppliers have strategy regarding service recovery and logistics service quality. Therefore, we try to find simultaneous influence of service recovery and logistics service quality on customer satisfaction in the online shopping mall case. We, furthermore, examine the relationship among satisfaction and relationship quality.

• Journal of Korean Society for Quality Management
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• v.37 no.2
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• pp.1-11
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• 2009

Recently, many companies have been very interested in CRM(Customer Relationship Management). Most companies have been also considering the contact center as a key CRM channel, because it is a contact point between customers and companies. It turns out that the contact center handles over 70% of all customer-company interactions and the success or failure of a company can be determined by the customer satisfaction with contact center experiences. Despite of the strategic importance of the contact center, there has been few empirical study on the efficiency of contact center operations in the literature. One of the main purposes of this study is to evaluate the efficiency of contact centers so as to not only identify the current status of contact center operations, but also suggest ways to improve operational efficiency. For this purpose, we apply a non-parametric efficiency measurement method, DEA (Data Envelopment Analysis), to 57 domestic contact centers in order to compare their relative efficiency. It is expected that the measurement methods suggested in this study can be applied to various issues such as service KS certification, outsourcing service management, and the productivity analysis of service personnel.

• Proceedings of the Korean Operations and Management Science Society Conference
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• 2003.05a
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• pp.174-180
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• 2003

While many telecommunications services have successfully benefited consumers, companies, and national economy. there have been more cases for telecommunications service failures. In this paper, based on the survey or 60 telecommuiucations service cases in Korea, determinants or telecommunications service performance are identified and managerial implications are derived Understanding factors contributing to the performance would provide meaningful insights into how to improve the new telecommunications service development.

• Proceedings of the Korean Operations and Management Science Society Conference
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• 1994.04a
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• pp.12-12
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• 1994

• Proceedings of the Korean Operations and Management Science Society Conference
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• 1994.04a
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• pp.504-504
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• 1994

• Proceedings of the Korean Operations and Management Science Society Conference
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• 2003.05a
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• pp.70-70
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• 2003

• Proceedings of the Korean Operations and Management Science Society Conference
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• 2004.10a
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• pp.631-631
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• 2004